Airlines Consulting Surveys 
Beyond Philosophy
JUNE 15, 2018
Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.
Beyond Philosophy
AUGUST 14, 2017
In one survey, 56 percent of respondents said they’d like to see a more authentic, location-based experience in airports. As a customer experience consultant and frequent traveler, I’m glad to see airports making an effort to improve the passenger experience. Cheap Airlines: Low Prices! PR Nightmare! Terrible Service!
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CCNG
AUGUST 16, 2023
In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.
ShepHyken
DECEMBER 4, 2020
This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. That means two-thirds of the organizations we surveyed have not prioritized customer experience in their budgets and overall strategy. If this airline has primarily leisure travelers (i.e. Wrong Customer Experience. They deserve it.
Beyond Philosophy
AUGUST 9, 2019
Every time I fly back and forth to England, they send me a survey. However, I never fill out the survey unless I had either a very good or very poor flight. This survey is an example of why VOC data measurement is flawed. They want to know more about my experience on the flight.
ShepHyken
NOVEMBER 26, 2018
No, I Don’t Want to Take Your Survey By Gerry McGovern . CMSWire) Take your survey? Do customers really want to take your survey? Boston Consulting group confirms that the numbers haven’t changed much; $7 to keep an existing customer versus $34 to acquire a new one. Why on earth would I want to do that?
Beyond Philosophy
JUNE 27, 2019
Surveys aren’t a reliable source because customers often won’t tell you what they really think. For example, on a recent Delta Airlines flight, I boarded the plane based on facial recognition instead of a boarding pass. You never see your customers face to face, nor do you have a chance to chat with them.
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